Overview
Designed an internal application for Darty’s Customer Service teams, consolidating complaint resolution tracking, order status, returns management, and new shipment follow-up into a single, unified interface.
The problem
CS agents juggled 4–6 systems to handle a single complaint
Darty’s CS agents were navigating between 4–6 different back-office systems to handle a single customer complaint. This created slow handling times, frequent errors, and high agent frustration.
The existing tools were built by IT with no UX input, and agents had developed numerous workarounds — sticky notes, personal spreadsheets — to compensate for the gaps.
How I approached it
One week embedded, then design around the agent’s mental model
I spent the first week embedded in a CS centre, observing agent sessions and conducting contextual interviews. The core insight: agents needed a single timeline view of every touchpoint with a customer, not separate tools for each system.
I designed a unified case view with a chronological activity feed, inline status updates, and one-click escalation paths. The information architecture was built around the agent’s mental model rather than the system’s model.
“Agents had built an entire parallel system of sticky notes and spreadsheets just to do their jobs. That told me everything about where to start.”
Results
100% of tested agents preferred the new flow
Validated prototype tested with 8 CS agents — 100% preferred the new flow to their existing tools. Delivered to development with full design system and interaction specifications. Estimated reduction in average handle time: 25–30% based on usability testing benchmarks.
Tools used
- Figma
- Miro
- Maze